• Work on messaging email cases submitted by both individual developers and major brands • Assist customers with troubleshooting message deliverability issues and debug customer code • Speak with a customer on the phone and chat in order to guide them through the development of their SMS application • Collaborate with teammates and the Twilio Product and Engineering teams via Slack • File JIRA’s to report reproducible bugs and review our internal knowledge base

• Act as an IDM Support Engineer on a strategic LATAM project • Provide support, maintenance, and evolution of Identity Management and Cybersecurity environments • Collaborate with global, multidisciplinary teams to resolve issues • Fluent English required for interaction with international teams and stakeholders.

• Configure and maintain integrations between Further’s platform and external CRM, database, and third-party systems • Implement and support REST API integrations to extend platform functionality and improve operational connectivity • Ensure reliable and accurate data flow across integrated systems and troubleshoot integration-related issues as they arise • Configure internal tools and workflows to align with client-specific operational requirements • Utilize Python, SQL, and JavaScript to process, manipulate, and analyze data • Translate raw technical data into clear, actionable outputs and presentations for internal teams and clients • Diagnose and resolve technical implementation challenges across frontend systems, integrations, and data workflows • Partner directly with clients to understand business requirements and recommend technical solutions • Communicate implementation updates, technical findings, and next steps clearly to both technical and non-technical stakeholders • Manage and resolve customer support tickets through Zendesk with urgency and professionalism

• Exceeding customer expectations by providing a tailored service experience. • Identify and resolve customer issues via incoming calls, emails, etc. • Provide customers with knowledge regarding software functionality and best practices. • Identify and reproduce software defects for submission to development. • Provide Customers with root cause analysis and in-depth troubleshooting. • Meet and exceed Service Level Agreements through effective incident management. • Writing Technical Documentation (i.e. Knowledge Base Articles). • Contributes to the departments' Key Performance Indicators (KPI). • Performs software implementation, installation, and upgrades to MasterControl customers. • Updates and maintains reports for customers and key internal contacts. • Provides backup support to other CSE team members. • Works directly with escalation engineers to assure resolution of critical customer issues. • Provide and participate in technical training and knowledge transfer for new or complex products. • Contribute to overall content and quality of knowledge base utilizing the Knowledge-Centered Support principles. • As directed, performs special projects.